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Service Delivery Specialist
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Service Delivery Manager
2 months ago
We are seeking an experienced Service Delivery Manager to join our team at Roboyo. As a key member of our service delivery team, you will be responsible for ensuring exceptional service delivery, meeting financial targets, and creating a sustainable work environment for your team.
Key Responsibilities- Team Leadership: Establish a high-performing team environment, assemble the right team members, and ensure they have the necessary skills and resources to deliver on client commitments.
- Service Delivery: Ensure transparency and performance visibility to clients and Roboyo leadership, monitor ticket dashboards, and prioritize tasks for service delivery team members to meet Service Level Agreements (SLAs).
- Reporting and Communication: Publish periodic reports to client stakeholders, engagement team members, and Roboyo leadership to provide full transparency into service performance.
- Quality Assurance: Ensure the lead engineer consistently enforces adherence to standards and best practices, and has a complete quality assurance process in place.
- Client Satisfaction: Ensure clients receive services commensurate with their resource allocation, leveraging extra time to provide proactive services where possible.
- Time Management: Ensure all engagement members submit accurate timesheets, reflecting work on engagements and items.
- Client Engagement: Log into client systems for every engagement, checking in on service objects to ensure they stay up-to-date and active.
- Crisis Management: Handle exceptional conditions, collaborating with client stakeholders to resolve them successfully.
- Process Improvement: Schedule review sessions with business stakeholders and the Business Analyst to gather feedback and identify improvement opportunities.
- Change Management: Coordinate with IT stakeholders and the Business Analyst to manage system changes and service updates.
- Technical Expertise: Relevant experience in technical service delivery and programming IT solutions, preferably with.NET, C#, VBA, Java, PowerShell, or Python.
- Automation Experience: Relevant experience with automation technologies (Blue Prism, Automation Anywhere, UiPath, etc.).
- Communication Skills: Excellent communication skills and social competence for establishing and maintaining strong relationships with leadership, peers, direct reports, and customers.
- Team Player: Team player attitude with a willingness to learn new skills related to new automation and digitization topics, such as AI, low code, IDP.
- Customer Focus: Understanding of customer processes and willingness to bring forward improvement ideas.
- Problem-Solving: Able to deal with challenging customer and staffing issues in a professional and supportive manner, and to see these through to resolution.
- Language Skills: Fluent in English and Swedish. Additional languages a plus.
- Compensation: Competitive salary package.
- Recognition and Reward: Recognition and reward for individual and team achievements.
- Team Events: Regular team events.
- Skills Development: Significant opportunities for skills development and career progression, including individual development plans with career coaching.
